KFC Northgate Appalling Service

I am writing this email with great frustration regarding the appalling treatment I received at your KFC Northgate branch this evening.

I visited your KFC Northgate drive-through and placed an order for 3 Chicken Pops kiddies meals and burger, expecting a smooth and efficient experience. However, your team made it unnecessarily difficult for me to make payment, insisting that I park my car and enter the store—completely defeating the purpose of using the drive-through in the first place. After much back and forth, I was directed to the next window, only to be told yet again that I had to enter the store to complete my payment.

Reluctantly, and with great inconvenience, I obliged—even though I specifically chose the drive-through to avoid this exact situation. To make matters worse, upon entering the store, I was informed that not only could I still not make payment, but my order had not even been placed by your drive-through team.

When I requested to speak to the manager, I was met with sheer dismissiveness. Instead of addressing the issue, the manager, Nthabi, had the audacity to ask me to start my order from scratch at the self-service kiosk—after I had already waited for 15 minutes and gone through the unnecessary trouble of leaving my vehicle to supposedly finalize my payment. To make matters worse, the food I ordered at the drive through was not even on the kiosk menu- this is absurd. I left without my food as the process was disturbingly appalling. I asked the manager to confirm her full name and she profoundly refused.

This level of incompetence and disregard for customer service is absolutely unacceptable. I do not expect this from KFC, and I demand an explanation as to why I was subjected to such an appalling experience. My level of disappointment is high and I will make it my mission that this service does not extend to the next customer.

I trust you will take this matter seriously and provide a resolution.